Call Center Site Director

About the role

MCI is seeking an experienced Call Center Site Director to lead and oversee all aspects of contact center operations, supporting commercial and public sector clients. This executive leadership role is responsible for the strategic direction, operational performance, and continued development of the site's leadership team, ensuring exceptional service delivery and achievement of both client and organizational objectives.

Responsibilities

• Manage Sales Supervisors
• Oversee quality, production, and hours
• Assist with implementation of strategic sales plans
• Manage metrics, performance criteria, policies and procedures
• Ensure continuous improvement of call center productivity
• Direct sales forecasting activities and set performance goals
• Develop and implement operational strategies
• Ensure alignment of performance standards, organizational culture, compliance, and contact center processes with corporate goals and client expectations

Requirements

• Extensive experience leading large-scale contact center operations
• Prioritizes business performance, operational efficiency, and building high-performing leadership teams
• Strategic thinker with exceptional leadership, communication, and decision-making skills
• Capable of managing complex client relationships and fostering a culture of accountability, collaboration, and innovation
• Partners closely with executive leadership and key stakeholders to support business growth, enhance client satisfaction, and execute strategic initiatives

Qualifications

• Must be 18 years of age or older
• High school diploma or equivalent
• Experience with data-entry utilizing a computer
• The ability to read and speak English fluently
• A wired, high-speed internet connection (Download speed of 20Mbps+)
• Excellent organizational, written, and oral communication skills
• The ability to type swiftly and accurately (20+ words a minute)
• Ability to work regularly scheduled shifts within our hours of operation including the training period
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
• Highly reliable with the ability to maintain regular attendance and punctuality
• The ability to evaluate, troubleshoot, and follow-up on customer issues
• An aptitude for conflict resolution, problem solving, and negotiation
• Customer service oriented (empathetic, responsive, patient, and conscientious)
• Strong team orientation and customer focus
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Skills

• Strategic thinking
• Leadership and communication skills
• Decision-making skills
• Client relationship management
• Operational excellence
• Employee engagement
• Continuous improvement
• Customer satisfaction
• Performance management
• Team building
• Conflict resolution
• Problem-solving
• Customer service

Benefits

• Full-time, onsite position
• Regular attendance at one of our contact center locations
• Occasional travel as business needs require

Pay

Details TBA

Schedule

Details TBA